Director of Operations

About The Team

At Bermex, we put value on our customer relationships. We're always looking for a way that we can delight our customers by going the extra mile. Bermex offers expert meter reading services and solutions to utilities and associated organizations throughout the United States, including leak detection, atmospheric corrosion, line location, software service solutions, as well as water, gas, and electric meter reading. At Bermex, we are always looking for motivated individuals who enjoy working independently and love the outdoors to become a part of our team.

About the Role

The Director of Operations oversees Bermex operations ensuring exceptional service delivery, customer satisfaction, and adherence to safety standards. This role monitors KPIs, leads service and safety initiatives, engages with industry standards, and drives continuous improvement and project success. The ideal candidate is detail-oriented, customer-focused, and committed to operational excellence in the utility services field.

What You'll Do

Monitor KPIs and Performance:

• Define, track, and analyze key performance indicators (KPIs) to measure the effectiveness and efficiency of metering operations.
• Regularly review performance metrics, identifying trends and areas for improvement to ensure that departmental goals align with company objectives.
• Provide data-driven insights and reports to the President, highlighting operational performance and recommending necessary improvements.
• Understand key customer requirements and ensure those requirements are translated into KPIs and that feedback on performance is routinely reported to the customer.
• Create and adhere to internal customer-supplier agreements with other departments such as sales, marketing, finance, HR, IT, and safety.
• Drive accountability at all company levels by using the company's performance management tools and partnering with human resources when needed.
• Identify emerging trends, technologies, and regulatory changes to position the company for future growth.
• Work with finance teams to develop and manage operational budgets, forecasts, and cost-saving initiatives.
• Collaborate with sales and support contract negotiations, service agreements, and client relations from an operational perspective.

Oversees Service Promise Delivery to Customer & Safety:

• Ensure that all operations meet or exceed service delivery standards, consistently fulfilling customer expectations and maintaining high satisfaction levels.
• Develop and enforce safety protocols within all operations, promoting a safety culture and ensuring compliance with regulatory and company standards.
• Implement feedback mechanisms to address customer concerns proactively and improve service quality, supporting long-term customer retention.
• Share customer needs across the family of companies and with the sales and marketing teams to address them proactively and to develop ongoing customer satisfaction.

Industry Engagement & Best Practices:

• Stay informed on industry trends, emerging technologies, and best practices to keep services solutions function at the forefront of innovation.
• Engage with industry networks and associations to establish connections, share knowledge, and enhance the company's reputation as a leader in metering solutions.
• Benchmark practices against industry standards, adopting improvements to enhance efficiency, accuracy, and customer satisfaction.
• Partner with ACRT Services to benchmark and incorporate industry-leading administrative practices into operational processes, promoting innovation, employee alignment, and performance.
• Promote communication and knowledge sharing within the organization, breaking down silos to optimize efficiency and team synergy.

Continuous Operational Improvement & New Project Success:

• Lead continuous improvement initiatives to increase operational productivity, quality, and reliability within all services.
• Manage new projects from conception to completion, ensuring on-time delivery, budget adherence, and alignment with strategic objectives.
• Utilize process improvement to streamline operations, reduce costs, and optimize resource utilization.
• Collaborate with cross-functional teams to drive successful project outcomes, secure buy-in from stakeholders, and ensure projects deliver the intended benefits.
• Manage, assist, advise, and delegate tasks, duties, and projects for Senior Operations Managers and Operations Managers.
• Establishes position accountabilities and performance standards for positions; that are specific, measurable, achievable, relevant, and time bound.
• Partner with human resources to document and deliver annual performance reviews where needed. Provide timely feedback to employees on performance and development.

About You

Must haves:

• Education: Bachelor's degree or ten years of industry experience instead of a degree.
• Experience: 5+ years of experience in operational leadership in a related field, demonstrated experience in revenue growth, successfully leading geographically dispersed work teams and metering solutions expertise.

Nice to haves:

• Experience: 7+ years of experience in operational leadership in a related field, with demonstrated expertise in revenue growth, successfully leading geographically dispersed work teams, and metering solutions expertise.

Your Skills:

• Proven track record of achieving growth targets and defending revenue through data-driven strategies.
• Strong leadership and communication skills, with experience managing cross-functional teams.
• Takes a proactive approach to address issues and hold employees accountable for behaviors and results.
• Knowledge of industry trends and a commitment to sustainable practices.
• Proficient in data analysis and performance metrics, focusing on continuous improvement.
• Strong interpersonal communication skills with experience communicating with customers and employees.
• Understands financial reporting with experience managing budgets, monitoring revenues and expenses, and ensuring the company operates within financial targets.
• Strong people management skills with experience building inclusive teams, recognizing wins, developing talent, and managing change.
• Demonstrated understanding of workplace, health, and safety procedures

Drug/Alcohol Testing:

• Drug/alcohol testing is required
• Drug/alcohol testing required per Non-Regulatory requirements for employees working with water, electric or meters
• Drug/alcohol testing required per Federal DOT regulations for employees working with gas meters

Benefits

Health and Safety:

• Group health plans including medical/prescription, dental, vision and a variety of other coverage options
• Company paid group life insurance, accidental death & dismemberment insurance, short and long term disability
• Flexible Spending Accounts or an option for a Health Saving Account with company match

• Company paid Employee Assistance Program (EAP) for all employees and eligible family members

Retirement:

• Automatic enrollment in the Employee Stock Ownership Plan (ESOP) at no cost
• Roth or Traditional 401(k) Retirement plan with company match

Time Off

• Paid Vacation and Sick Time
• Paid Holidays including the day after Thanksgiving and Christmas Eve
• Veterans Day paid time off for our veterans

Perks/Allowances:

• Company vehicle (for all driver-based positions)
• Gas card for company vehicle (if applicable)
• Company provided cell phone or mobile allowance (if applicable)
• Boot allowance from approved vendors
• Daily per diem for travel-based positions

Working Conditions:

This position is a leadership role, meaning employees will work remotely as needed for projects. Schedules are based on the role and the team's needs.

Standard office equipment will be provided to work in the office and at home - a dedicated space at home to work is also required. Uninterrupted home-based internet is a must in your home to attend and host video calls, along with a minimum bandwidth speed of 40 Mbps. If you do not have an in-home office space or cannot meet internet needs, an office space will be provided for you in the closest project base if possible.

This role will require travel to industry events, customer sites, and company locations as needed. It may also involve walking long distances on uneven terrain, working in multiple weather types, and being exposed to the outside.